Going to the doctor incurs a cost for every visit. Same with the veterinarian. When you feel sick chances are you put off a checkup until you know for sure you aren’t getting better. Why? Because it costs money and it’s a hassle to go in for a checkup. Same with a pet. It’s not a bad thing that these…
Category: Customer Success
Don’t take for granted a problem is worth solving
If you’re like me, you love solving problems. And you’re probably pretty confident that you can solve just about any problem. And that level of confidence is a good thing. But, where we often make a mistake is assuming that just because someone puts a so called problem in front of us, that it’s worth solving. It’s just as easy…
What your customer isn’t telling you: tick tock
Have you ever had a plumber fix a clogged drain? Have you ever hired a cleaning service to get your house in order? Have you ever taken your car to the mechanic for a repair? In all of these situations you were likely to have paid for a service by the hour. Did you ask upfront about what it would…
I’ve got your back coaching with a fixed price
One of the things I love the most about being a consultant is that I’m free to tailor the value I contribute to what each customer desires. To what each customer finds valuable. I’ve had a few projects lately where I’ve offered what I like to think of as I’ve got your back coaching. I structure these projects such that…
Business doesn’t change every two weeks
Iterative development processes that champion prioritizing work and deciding what to do every two weeks can be just as disastrous as planning a year of work in advance. Sure, a business landscape can change in a year, but it rarely changes meaningfully in the span of two weeks. Set your objectives based on what’s worthwhile before you dive into a…
Chairs
Take a moment and scribble down on a piece of paper, define what characterizes a high quality chair. When it comes to an office chair, I like chairs that aren’t pleasant to sit in for long periods of time. I like a modest level of comfort for a short duration. I tend to not want comfortable arm rests either. To…
Direction or speed?
Speed can only come after direction, and even then it’s usually inconsequential.
The cheapest way possible is to understand the outcome
If someone asks me to perform a task, as cheaply as possible, there’s no way for me to be cheap. It’s going to cost whatever I decide I want for the task. If however, they describe a desired outcome, I’m free to chose the cheapest task possible to get there. Likewise if they want to maximize value, I can find…
8 things you can do right now to start making your customer successful
The best way to ensure your own success is to ensure your customer’s success. 1. Figure out who your customers are. Don’t take for granted that you know who your customer is. Especially if you work inside a large organization. What individuals and organizations do you serve? Get out a piece of paper and write down the various customers you…
How to revolutionize any industry
I can’t count the number of industries that are ripe for revolution. They’re just sitting there waiting to be transformed and nobody is doing it, or at least not enough people are doing it. Take gyms for example. It used to be enough to pay a monthly fee to access the gym. Now that monthly fee is like a cover…